A Stock Answer Will Never Be Best
I don’t think I have ever commented negatively on a brands’ Facebook page, I guess I have never felt that passionately about it and besides, I am of the belief that ‘if you’ve nothing positive to say, don’t say it’. Until recently that is. What has provoked me to put my point of view forward publicly?
Hyundai’s "get lost" screaming kid ad.
So I wrote on their Facebook wall, nice and polite, saying nothing I wouldn’t say to the NZ General Manager had we been talking in person. And I waited for their response, which they sent, not long afterwards.
It was the same ‘stock’ response that others that had felt strongly enough to post received too; we pretty much all got the same. That's where my biggest disappointment with my interaction lies.
She's enthusiastic and energetic? So she wasn't coached to be like that for filming? Now you might be thinking ‘well at least they responded, what did you expect?’ Well I would have expected something a little more personal, not a ‘cut and paste’ message that in itself is nothing more than a long winded ‘thanks, noted’ reply. Where is the human factor and the feeling? They even put a plug for their new product in the reply! That's not how I talk, is it you?
In the real face-to-face world, people don’t reply mechanically, without feeling using covering their ass phrases so why do it online? To see that we each (yes there are quite a few of us motivated enough to voice our concerns) received the same response reflects badly back on the brand and leaves me at any rate feeling undervalued as a customer.
Maybe they won’t get my next $50,000, and at what cost to them? Just being a natural human being behind the screen instead of a PR managing machine would go a long way in giving those already interested in their brand, a more positive experience.
People have real feelings, so be real human in return.
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I am the author of three books (Wiley) on social media marketing and building relationships and you can find them all here. I am also a customer experience nut! You might like to subscribe to me for more useful updates and if you are looking for a speaker or trainer for your next event, do get in touch.
Project Manager
9 年So what was your comment to Hyundai?
Passionate about Corporate Training, HR and Corporate Communications
9 年You are right Linda Coles. Stock replies are indeed disappointing for brand loyals and can dissuade and divert them to competitors instantly. There are many advertisements which I have seen which have made me think who are the people behind it who approved the concept. Such advertisements are simply demeaning and do nothing to add to the brand value and enhance experience of loyals. You need better people to take final call on such advertisements and also on the way complaints are replied to. Great read !
Appliance Sales Expert at The Home Depot
9 年The Supreme Court said that corporations (brands) are people too.
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9 年Naturally, I would agree. Responses indeed need to be personal, and brands do need to "think" personal, but what if, say, 1,000 people are offended by the ad, or just dislike it and want to share their opinions on the brand's page? Do you personally respond to each and everyone of them? and what if 10,000 people complain on your page? would you hire an army of personal respondents? I do agree that the best tactics is not to comment unless you have something positive to say. I enjoined reading. Thank you!
reasercher
9 年!!!!!!!!!!!!1?